Wolf Appliance, Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I strongly, strongly recommend you publish and email address and consider a live chat function as well.
Regards,
 
[redacted]

I’m responding to a letter received by you referencing ID [redacted] for Mr.  [redacted].  Our company does provide 24/7 phone support so I looked into this matter further and found we encountered a physical failure of our phone system at around 8:00 p.m. on January 7, 2015 and it wasn’t...

recovered until just after 8:00 a.m. on January 8, 2015. I’m sure that this is the reason that the customer reached a non-working number. We are working quickly to implement a new, more reliable phone system by early February 2015 and, hopefully, will not experience anymore 12-hour outages. Our records do show that Mr. [redacted] did make contact with our call center at 11:20am CST and spoke with someone from our customer support team that had assisted him.   At this time we only offer 24/7 phone support, any e-mail that is sent to Customer Service is answered within 24 hours excluding weekends and at this time we do not offer live chat support.  We apologize for any inconvenience that this phone outage caused Mr. [redacted], unfortunately this was due to technical difficulty and beyond our control at the time.  [redacted]Liability Claims AdjusterP: [redacted]

Review: I have owned a Sub-Zero refrigerator for the last 9 months. As you probably know, Sub-Zero appliances are extremely expensive. Recently, my Sub-Zero refrigerator malfunctioned - it is no longer working correctly. Sub-Zero advertises 24/7 customer care and brags about their "reputation for excellence" when it comes to service.

All they offer in terms of customer service is an 800 phone number. That number, literally, does not work. It goes to a non-working recording.

The company provides no other way to communicate - no email address, no alternative number, nothing.

So their customer care isn't 24/7 - it's 0/0. There is literally no way to communicate with them.Desired Settlement: I want Sub-Zero to actually provide their 24/7 customer care they advertise and provide both phone, email and potentially live chat support. This is unacceptable for a high-end company.

Business

Response:

I’m responding to a letter received by you referencing ID [redacted] for Mr. [redacted]. Our company does provide 24/7 phone support so I looked into this matter further and found we encountered a physical failure of our phone system at around 8:00 p.m. on January 7, 2015 and it wasn’t recovered until just after 8:00 a.m. on January 8, 2015. I’m sure that this is the reason that the customer reached a non-working number. We are working quickly to implement a new, more reliable phone system by early February 2015 and, hopefully, will not experience anymore 12-hour outages. Our records do show that Mr. [redacted] did make contact with our call center at 11:20am CST and spoke with someone from our customer support team that had assisted him. At this time we only offer 24/7 phone support, any e-mail that is sent to Customer Service is answered within 24 hours excluding weekends and at this time we do not offer live chat support. We apologize for any inconvenience that this phone outage caused Mr. [redacted], unfortunately this was due to technical difficulty and beyond our control at the time. [redacted]Liability Claims AdjusterP: [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.